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DATE ADDED: Sun 01/12/2019

3Rd Line Senior IT Support Engineer

New Town Row, UK


JOB TYPE: Permanent, FullTime

This IT services company has been operating for almost 10 years providing Datacenter Hosting, IT Support, Communications and Print Management out of their offices in Birmingham and Stourbridge.

As a business, they have ambitious plans of growth over the next 3 years and understand that their people are an important part of what enables this to happen. In embarking in this growth, they are looking for exceptional people to be part of this journey. If you are passionate with a will to succeed, they would love to hear from you.

They are looking for enthusiastic people to join the team of skilled engineers offering IT Services to their customer base primarily in the Midlands area.

The ideal candidate will have, as a minimum, a strong understanding of standard IT technologies (to include desktop, firewall, networking, backup, printers, server) and have a strong desire to deliver a high quality service to external customers, primarily within approximately an hour of Birmingham.

Main Responsibilities

Providing IT Troubleshooting via Telephone and remote support software
3rd line Escalation from 1st and 2nd line support engineers
To provide some onsite solution implementation
Providing high level customer care and building relationships with customers
Documenting changes and infrastructure
To build personal knowledge of their product portfolio
Working with Senior Management team and Senior engineers to provide top level IT expertise

Performance Standards:

Maintain high levels of customer satisfaction
Maintain a safe and clean working environment
Diagnose and resolve technical issues
Adhere to team and personal performance indicators on helpdesk calls

Personal Skills Required:

Suitable personal skills to build relationships with clients
Highly effective communication skills and phone manner
Ability to handle challenging customer situations and work under pressure
Ability to prioritise workload and multitask
Strong Problem Solving skills

Technical Skills Required:

Previous experience of working in an IT environment to the requisite level of technical understanding
Knowledge of virtualization technologies (HyperV/VMWare). Also Server, Storage Networking would be preferred. Citrix knowledge would be beneficial.
Ability to produce clear and concise documentation
Microsoft Windows Server technology design and implementation
Good knowledge of Active Directory/Microsoft Exchange design and implementation
Administer Office 365 suite
Understanding of security solutions such as implementation of Nextgen Firewalls
Ideally candidate will hold MCSE/MCITP and VCP would also be beneficial


Part of the culture within this company is working to a set of core values and work ethic to provide a happy work life in a positive environment.
20 days per year plus Public Holidays.
Contributory Pension Scheme
Career Development
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